Senior Manager, Customer Success

For more information, please read our There are NO limits to your career: come shape the future and be part of a truly unique global culture at OutSystems! You will work closely with the RVP Sales and other field team players, like Solution Architects, Business Value Consultants, Technical Success Managers, Professional Services, and Channel. The collaboration will be centered on setting- and delivering strategic outcomes for the customers in your book of business. Responsibilities include: Oversees a team of customer success managers of various levels, supporting primarily high touch, enterprise customers Responsible for working with the RVP, CS to manage the planning and directing of the CSM business function successfully through clear goal setting, objectives, plans of execution and team metrics. Responsible for ensuring the goals cascade to all workers. Keeps the customer journey at the center of all decisions and identifies key areas of opportunity to improve and scale the customer experience. Collaborate with cross functional teams to mitigate customer risk at scale and help your team to secure necessary assistance. Proactively and successfully partners with key people in marketing, sales, finance and Product to achieve shared goals and objectives. Has the ability to change the thinking of, or gain acceptance from others in sensitive situations, without damage to the relationship. Leverages data and objective measures to design and make key business decisions. Focused on the key strategies and execution of the business unit with visibility into cross functional impact. Reporting out monthly to the RVP, CS on key metrics, highlights, lowlights areas of risk and areas for opportunity of your customer base. Ability to analyze issues and problem solve in an objective and scalable way. Assign accounts and distribute work across individuals for optimal customer coverage and team balance. Hires and develops new managers; coaching through effective leadership, how to have an effective 1:1, how to hold a team meeting, how to hold a team accountable, how to stretch top talent and effective performance management. We are seeking someone with: 12+ years' experience in a Customer facing role 12+ years scaling a high-growth, customer-centric enterprise solution or SaaS technology Demonstrated ability leading a customer facing team, consisting of individual contributors with a variety of experience and independence Strong people management, coaching and development experience Excellent verbal and written communication skills Passionate about providing an exceptional customer experience Creative, resourceful, detail-oriented, and well-organized + Ability to adapt and change with the needs of the organisation and business + Demonstrated experience partnering with sales leaders to oversee a territory Experience representing a territory in QBR and strategy planning + Proven Ability to build relationships and work closely with sales leadership Relevant background in Customer Success Management, Program Management, Professional Services, or Business Value Consulting. Experience with large Enterprise Customers in a SaaS/PaaS revenue model. Track record of consistently delivering projects, driving successful technology adoption programs, and change management. Proven ability to lead people internally and externally to drive outcomes. A highly quantitative approach to understanding, measuring, and forecasting customer behavior and revenue. Intellectual curiosity. Human-centric, with the ability to work across geographies and cultures. Sense of humor How you will be measured: Net Retention Revenue; growing utilization within the existing Customer base Driving consumption of the product in the existing customer base Increasing Executive visibility into your Customer base Increasing Customer health scores Creating OutSystems advocates in your Customer base The Longer Story: OutSystems enables enterprise teams to build AI-powered applications and agents that reduce manual work, streamline internal operations, and accelerate impact. A proven low-code foundation combined with agentic AI and AI app generation capabilities empowers teams to move up to 10x faster with the assurance of security, scalability, and governance built in.As the future becomes agentic, our customers need us now more than ever. AI has opened the door to extraordinary possibilities-but inside the enterprise, things are moving fast and feeling chaotic. Some early adopters are making progress in production, but for many, AI tools are sprawling without governance, data isn't ready, and talent isn't there yet. Enterprises are still drowning in application backlogs and struggling with legacy systems. But with the right platform, AI doesn't have to add to the chaos. It can become the breakthrough that brings clarity-and drives real, enterprise-wide impact. At OutSystems, we've built that platform, providing the tools necessary for enterprises to overcome these hurdles.We are looking for passionate, talented, and motivated people to join us in helping our customers build, deploy, and scale apps and agents-fast, helping them accelerate innovation while enabling secure, governed human-AI collaboration.OutSystems is a truly global company, with more than 850,000 developer community members, 1,700 employees, more than 500 partners, and thousands of active customers in over 75 countries and across 21 industries. Founded in 2001, OutSystems has offices in the United States, United Kingdom, the Netherlands, Portugal, Germany, the UAE, Japan, Hong Kong, Malaysia, Australia, India, and Singapore, and of course has a thriving, worldwide community of remote employees.Amongst our customers are some of the world's most recognizable brands across diverse industries-brands like Toyota, Heineken, Bosch, KeyBank, and UCLA. These customers are the reason we have a 4.6 star rating on G2. Their success is ours, and their stories demonstrate tangible ROI and transformational impact. We are a 9x Gartner Magic Quadrant Leader for Low-Code Application Platforms and a multi-year leader in the Forrester Wave. We're recognized not just as leaders but as visionaries with a strong ability to execute, now extending our leadership into the AI and agentic application development arena. Working at OutSystems Our goal is to ensure that OutSystems is a place for bright, happy, and motivated people who share a common purpose and take pride in doing excellent work to pursue our vision of providing the AI-powered low-code development platform enterprise leaders trust to build, secure, and evolve their business applications, agents, and core systems. Our culture is focused on our core values of trust, customer success, innovation, and alignment. Our team members operate with transparency, integrity, and accountability, define success through the lens of the outcomes we deliver for our customers, push the boundaries with excellence, and work together toward our shared vision to deliver on what matters most. A company that is always growing, changing, and innovating. We challenge each other to innovate in our products, in our team, and how we use our own technology. And we give our teams space to be proactive and creative. Real career opportunities. We care about growth and development. Yes, vertical career progression is a possibility, but it's not the only one. From lateral moves and joining different teams to mastering specialized skills, we support your growth no matter what your goals are. Work colleagues that are as smart, hard-working, and driven as you. We act as one global OutSystems team, taking ownership and working together toward a shared vision. Disrupting the status quo is in our DNA. In fact, it's why our company exists. We ask "why" a lot. It helps us connect our individual work to the bigger picture